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NBN Frequently Asked Questions

This article will answer some questions about the NBN™, Australia's new national broadband network that includes a wide range of internet technologies which is designed to replace or upgrade Australia’s aging copper network.

The iiNet Group is a Retail Service Provider (RSP) of NBN™ services.

If you have any technical issues with your NBN™ service, please see our troubleshooting guides on iiHelp.

How to get NBN™

When is NBN™ coming to my area?

We have a handy coverage map where you can check to see if construction has commenced in your location. It pulls information directly from NBN™ ltd., so it's updated as often as they update their systems.

Unfortunately we won’t be able to provide any timeframes if the NBN™ rollout hasn’t commenced in your area. The best way to stay informed is to join our NBN™ Wait List so we’ll let you know how the rollout is progressing and when it will become live in your area.

How do I get connected to the NBN™?

If our coverage map advised your address is ready to get NBN™ broadband, congratulations! All you’ll need to do is pick out an NBN™ plan and give one of our friendly NBN™ experts a call on 13 19 17. If it turns out you need a technician to visit and install some NBN™ equipment, don’t worry - we'll help organise this for you.

Can I keep my existing telephone number to use on the NBN™?

In most cases, we can bring your existing telephone number over to the NBN™ network. Just call our friendly Sales Team on 13 19 17 to discuss the matter further.

When will my address be eligible for NBN™ pre-order?

NBN™ pre-order allows you to pick out your iiNet NBN™ plan and lodge your order in advance so that as soon as NBN™ is available at your address, we can get the ball rolling on your connection ASAP.

Whenever you check an address on our website, it will automatically be checked against the current estimated NBN™ rollout plan. If that check indicates that your address should be ready to receive an NBN™ service within the next 3 months, then you'll see the option to pre-order iiNet NBN™.

Please keep in mind that the NBN™ rollout plan is subject to change as our wholesaler makes adjustments. To see how the NBN™ rollout is going in your neighbourhood, you can also check your address on the NBN™ website.

What information do I need to provide when I place my NBN™ pre-order?

Filling out an NBN™ pre-order is exactly like any other broadband order, so you'll need to supply all the information required to supply you with a service according to our Customer Relationship Agreement including a valid installation address, current contact information and valid payment details. Billing for your pre-ordered service will not commence until the service is installed and/or activated.

Once your pre-order is lodged, you'll receive a reference number on-screen and in a confirmation email sent the email address you supplied in your pre-order. You'll need this reference number to check on the status of your pre-order, so it's important to keep it in a safe place.

What should I do if I need to change or cancel my NBN™ pre-order?

Just give us a call on 13 19 17 and we'll be happy to help. Please make sure that you have your reference number handy - we'll need this to identify your NBN™ pre-order.

Once I've pre-ordered, what happens when NBN™ is available at my address?

We'll keep your pre-order 'frozen' until we receive confirmation from our wholesaler that it's possible to connect an NBN™ service to your nominated address. As soon as we get the green light, we'll get started on your order so you can be connected to the NBN™ as soon as possible.

I have existing broadband/phone services. How can I upgrade to NBN™?

Typically your address can be upgraded to NBN™ broadband with little to no downtime. More often than not you can continue to use your existing services until your new NBN™ equipment has been installed and your service has been activated. In the meantime, you should check to make sure that current modem will be compatible with your new NBN™ broadband service. Learn more.

Upgrading is simple, just call our expert Sales Team on 13 19 17 to get started.

Remember: Moving to NBN™ broadband will not necessarily cancel your existing broadband and phone services. Once you've upgraded, please contact your existing provider to ensure your old services are cancelled, otherwise you may continue to be billed for them.

I’m renting, what do I have to do to get connected to NBN™?

Prior to any installation work taking place at the premises, you’ll need to secure permission from your property manager or landlord. If they have any questions, just point them to this FAQ.

There's some good news for those renting or living in a share-house; the NBN™ Fibre to the Premises (FTTP) and NBN™ Wireless Connection Boxes come with four data ports (pictured as UNI-D below). This means up to four NBN™ broadband connections can be installed at a single premises, which means one for each person if you prefer. Although, with unlimited data on the NBN™ available thanks to our Liimitless Data plans, you might be a lot more inclined to share!

This is not available for NBN™ Fibre to the Building/Node (FTTB/N) services as they only have one data port.

I already have NBN™. How do I switch my NBN™ provider to iiNet?

If you already have an active NBN™ FTTP, FTTN, FTTB or Fixed Wireless service connected at your address and you'd like to switch to an iiNet NBN™ plan, please call us on 1300 455 806 between 8AM-8PM (AEST), Monday to Friday, to arrange a Service Transfer. Once lodged, Service Transfers typically take less than 2 business days to complete, and downtime is typically less than 24 hours.

If you do not own the active NBN™ FTTP, FTTN, FTTB or Fixed Wireless service connected at your address (i.e. you've just moved in and the previous tenant has left their services connected) then please see Connecting Outstanding FAQ instead.

Please note that Service Transfers are not currently available for NBN™ HFC or Satellite connections. If you have one of these services, please call our friendly Sales Team on 13 19 17 and we'll be happy to help you switch to iiNet NBN™.

NBN™ Plans, Fees and Contracts

What are the benefits of signing up on a contract?

With iiNet NBN™ broadband, you get the flexibility of choosing either a no lock-in contract term or a 24 month contract term. The table below outlines the differences between the two options:

No lock-in contract

24 month contract

$79.95 activation fee

$0 activation fee ($79.95 waived)

No contract break fees

Contract break fees apply

WiFi modem not included

WiFi modem included ($10 delivery fee applies)

What is the New Development Fee?

Effective 1 April 2016, the $300 New Development Fee (NDF) is charged for all NBN™ broadband connections in the following circumstances:

The first connection at a premises in a newly developed area i.e. a suburb with no pre-existing telecommunications infrastructure.

The first connection(s) at a premises in an establish area in the rare instance that a developer has increased the number of dwellings on the same plot of land e.g. demolished a single house and built a block of units.

Once the NDF has been charged at an address, it will not be charged again for subsequent connections, provided the number of dwellings at that address has not increased.

At iiNet, we pass on the full $300 NDF charge as billed by our wholesaler, NBN™ ltd, to new customers. For our existing customers switching from another kind of iiNet broadband to iiNet NBN™, we absorb part of this fee and charge just $250. These charges are clearly visible when applying for a service – they are also included in any Critical Information Summary for NBN™ broadband plans sold after 1 April 2016, and the Pricing Schedule of our Customer Relationship Agreement.

Can I change my NBN™ plan after I've signed up?

You sure can! Whether you have a no lock-in contract or a 24 month contract you may switch between our NBN™ plans at any time without incurring contract break fees. A plan change fee of $29 may apply if you change to a plan of equal or lesser value.

If you wish to change your NBN™ plan, check out our Changing your broadband plan in Toolbox guide or simply call us on 13 19 17.

NBN™ Installation

How long does it take to get connected to NBN™?

Typically, NBN™ connections are completed within 2-20 business days - this varies depending on whether or not you've already had your NBN™ equipment installed as well as NBN™ technician availability.

What happens when NBN™ is installed?

If an NBN™ technician is required to visit your premises to install any required equipment, we'll be in touch to book a suitable appointment with you. An installation is typically not required if NBN™ has been previously connected at your address.

The type of equipment you'll receive depends on the type of NBN™ being connected. Give our Connecting to the NBN™ article a read for more information.

Can I use existing wiring/smart wiring?

You may prefer to have internal network cabling installed at your address for your internet, especially if WiFi doesn't cover your house from end to end or you want to be sure you're always getting the maximum speed possible when transferring large amounts of data between devices in your home.

An NBN™ installation does not include additional home network wiring beyond the installation of the Network Boundary Point (typically the NBN™ Connection Box or first wall socket, depending on your NBN™ technology). You'll need to hire a registered cabler if you'd like to have any additional home network wiring installed.

NBN™ Hardware

Do I need equipment installed by NBN™?

If necessary, an NBN™ technician will complete a standard installation of the required NBN™ equipment at no cost to you. Please note that fees may be incurred for non-standard installations as determined by NBN™ ltd. The technician will be able to advise these fees if this is the case.

Check out Connecting to the NBN™ for more details about the different types of equipment used with the different types of NBN™ services.

Will my current modem/router work with NBN™ broadband?

If you have NBN™ FTTP, FTTB, FTTN, Wireless or Satellite, then you may be able to use the modem/router that you already own. We suggest that you check with its manufacturer to see if it is capable of supporting NBN™ broadband and VoIP (Voice over IP) services. In some cases, your modem may also need to be VDSL2 compatible. Learn more.

If you have an NBN™ HFC connection, you must use an NBN™ HFC Home Router supplied by iiNet.

Modems are typically included or discounted if you take up a 24-month contract when you sign up to iiNet NBN™. If you're getting a modem/router supplied by us, you can rest assured that it will be fully compatible with the type of NBN™ service you're receiving.

More about the NBN™

What happens to my services when the copper network gets disconnected?

The copper network will be disconnected approximately 18 months after NBN™ Fibre (FTTP, FTTB or FTTN) is installed in an area. If you want to remain connected to the internet and/or continue to make telephone calls after this happens, you’ll need to upgrade to NBN™ broadband.

If your premises receives an NBN™ Fixed Wireless or Satellite service, your copper line will not be disconnected. It will still be serviced by the existing copper network for Home Phone (landline) services only.

How fast is NBN™ broadband?

There’s a lot to understand when it comes to NBN™ network speeds, so we’ve dedicated a whole page to it. Read more.

Will my medical alarm, security alarm, EFTPOS machine or fax machine work on the NBN™ network?

Many types of devices that are normally connected to phone lines (such as medic alarms, back to base alarms, EFTPOS machines, fax machines and more) can work over the NBN™ network, however please contact the service provider to make sure - you may need to order a specific type of phone service on the NBN™ network in order for these services to continue working.

Please note: iiNet does not offer a Priority Assistance service. If you are a Priority Assistance customer please consider this before lodging your application.

What does the Battery Backup unit do for NBN™ FTTP services?

Only NBN™ Fibre to the Premises (FTTP) and NBN™ Enhanced Fibre Phone services can operate during a power outage, provided a Battery Backup unit was installed with the NBN™ equipment (this is optional to install at no extra cost when you sign up). Please note that Fibre Phone is no longer available to residential customers as of 23 August 2017, and iiNet no longer offers the option of a battery backup unit as of 30 August 2017.

Please keep in mind:

To use NBN™ Enhanced Fibre Phone you will need a non-powered traditional telephone or telephone with a backup power supply connected to the voice port (UNI-V1) on the NBN™ Connection Box.

Access to the internet will only be available with a battery powered device (like a laptop) by connecting directly to the data port on the NBN™ Connection Box.

During a power outage, the battery will provide power for a limited period of time, a fully charged battery will last between 3 and 11 hours. If the battery is not fully charged, it may last for less than 3 hours.

You will need to maintain and, if necessary, replace the batteries for your battery backup unit. iiNet have some helpful DIY steps here.

For further information on battery backup please refer to the user guide supplied by NBN™ ltd. at the time of installation. A copy can be accessed here.

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